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  Kevin Ndirangu

  Customer Support Representative

  placbo2@gmail.comNairobi, KenyaEST / CST / MST / PST compatible (remote)

  Profile

  Dynamic customer support professional with 3+ years of experience delivering high-volume, time-sensitive support in fast-paced digital environments. Passionate about sports and sports gaming, with a strong grasp of online payments, identity verification, and fraud prevention. Known for owning outcomes autonomously, spotting issues before escalation, and using AI tools to drive speed and quality. Excited by Boom Sports’ mission to make Daily Fantasy Sports accessible to every fan.

  Experience

  Senior Customer Support Specialist01/2022 – Present

  Betika (SportsPesa Group) – Nairobi, Kenya

  • Managed 100+ daily customer interactions via live chat (Intercom) and email (Zendesk) for one of East Africa’s largest sports-betting platforms.
  • Resolved high-stakes account, payment, and gameplay disputes with empathy and precision, maintaining a 96%+ CSAT score across 18 consecutive months.
  • Led identity verification (KYC) reviews during peak sign-up periods, flagging fraud patterns and escalating suspicious accounts to the compliance team.
  • Monitored real-time platform dashboards for critical site issues; escalated payment gateway outages within 5 minutes, reducing resolution time by 30%.
  • Trained two junior agents on Zendesk workflows, macros, and escalation protocols, cutting average first-response time from 6 min to under 2 min.
  • Proactively used AI writing tools (ChatGPT, Claude) to draft support macros and improve response clarity, increasing deflection rate by 18%.

  Customer Support Representative05/2020 – 12/2021

  Cellulant – Nairobi, Kenya

  • Provided Tier 1 & 2 support for digital payments and mobile money products across 18 African markets, handling billing disputes, failed transactions, and refund requests.
  • Collaborated with the engineering team to reproduce and document recurring payment bugs, accelerating fix cycles by an average of 2 days.
  • Built a knowledge-base template library in Zendesk, reducing duplicate tickets by 22% within the first quarter of deployment.
  • Maintained full compliance with PCI-DSS guidelines when handling sensitive financial data and user verification.

  Sports Content & Community Support Intern01/2019 – 04/2020

  SportPesa Kenya – Nairobi, Kenya

  • Moderated community forums and social channels, responding to contest rule queries and gameplay questions within SLA targets.
  • Assisted in writing sports-rules FAQs and how-to guides for daily fantasy and in-play betting features.
  • Escalated VIP account issues to account managers, ensuring white-glove service for high-value players.

  Key Skills

  Support Tools:Zendesk, Intercom, Freshdesk, Salesforce Service Cloud

  Sports Knowledge:Football (EPL, UCL), Basketball (NBA), American Football (NFL), Daily Fantasy Sports mechanics

  Payments & Fraud:KYC/AML compliance, Chargeback management, Mobile money, PCI-DSS basics

  AI & Productivity:ChatGPT, Claude, Notion AI

  Core Competencies:High-volume live chat, Escalation management, CSAT optimisation, Remote async work

  Languages

  English (fluent)Swahili (native)

  Education

  Bachelor of Commerce – Business Information Technology2015 – 2019

  University of Nairobi

  Why Boom

  I thrive in exactly the environment Boom describes — fast-paced, high-ownership, and sports-obsessed. I don’t wait to be told what’s broken; I find it, flag it, and fix it. I’ve grown up watching the rise of DFS in the US and I want to be part of the team that brings that energy to every fan. Boom’s track record of nearly $100 million in player prizes tells me this product is real, and I want to help protect and grow the community behind it.

  Simple

• About Me

  Product designer with 5 years of experience shaping fintech and e-commerce products used across Europe. Focused on turning ambiguous problems into clear, testable interfaces backed by user research and a strong design system, and comfortable owning a feature from early discovery sketches through to shipped, measured impact. Enjoys pairing closely with engineers rather than throwing designs over the wall, and mentors newer designers on research methods and critique practice. Outside of core product work, runs an internal Figma-plugin side project used across the design org.

  Experience

  Senior Product Designer02/2022 – Present

  N26 – Berlin, Germany

  • Own end-to-end design for the mobile banking app used by millions of customers across Europe.
  • Built and maintain the company-wide design system, cutting new-feature design time by 30%.
  • Run monthly usability studies with customers to validate flows before engineering handoff.
  • Mentor two junior designers on research methods, critique practice, and portfolio reviews.

  Product Designer07/2019 – 01/2022

  SAP – Berlin, Germany

  • Designed enterprise dashboards for a cloud platform used by clients across 18 markets.
  • Partnered with PMs and engineers in weekly critiques to ship two major releases per quarter.
  • Introduced a component library that reduced UI inconsistencies across three product teams.
  • Ran quarterly design reviews that surfaced accessibility issues before release.

  Junior Product Designer08/2017 – 06/2019

  Zalando – Berlin, Germany

  • Designed checkout and returns flows for the mobile shopping app.
  • Supported user interviews and synthesised findings into actionable design recommendations.
  • Built and maintained a small icon and illustration library used across the app.

  Education

  Bachelor of Design2013 – 2017

  Berlin University of the Arts
  Slate

• Isabela Rocha

  Marketing Manager

  isabela.rocha@brandmail.com.br•+55 11 98765-4321•São Paulo, Brazil

  Summary

  Marketing manager with 6 years of experience running brand campaigns and growth programs for consumer and e-commerce companies across Brazil and Latin America. Combines data-driven digital marketing with strong creative instincts to grow audience, engagement, and revenue at the same time. Comfortable moving between big-picture brand strategy and the performance-marketing details that make a campaign actually convert. Enjoys building and coaching lean marketing teams that ship fast without losing brand consistency.

  Experience

  Marketing Manager04/2021 – Present

  Nubank – São Paulo, Brazil

  • Lead a team of five running paid social, SEO, and lifecycle email campaigns across the app.
  • Grew organic traffic by 42% year-over-year through content and SEO investment.
  • Managed an annual marketing budget of R$ 6M across digital and offline channels.
  • Launched a referral program that became the second-largest new-customer acquisition channel.

  Brand Executive01/2018 – 03/2021

  Magazine Luiza – São Paulo, Brazil

  • Executed regional brand campaigns across TV, radio, and social media for two core product lines.
  • Coordinated with agencies on creative production, from brief to final delivery.
  • Analysed campaign performance data to guide the following quarter’s media spend.
  • Managed brand guideline compliance across 40+ store and marketplace touchpoints.

  Marketing Analyst02/2016 – 12/2017

  Ambev – São Paulo, Brazil

  • Supported category managers with market research and competitor pricing analysis.
  • Built monthly performance dashboards tracking campaign reach and sales lift.
  • Assisted with regional activation events for two flagship product lines.

  Skills

  Digital Marketing

  SEOGoogle AdsMeta AdsEmail MarketingMarketing Automation

  Brand

  Brand StrategyContent CreationCampaign ManagementTeam Leadership

  Languages

  Portuguese (native)English (fluent)Spanish (conversational)

  Education

  Bachelor of Business Administration – Marketing2012 – 2016

  University of São Paulo
  Bloom

• Wei Ling Tan

  Operations Directorweiling.tan@opsmail.com+65 8123 4567Singapore

  Executive Summary

  Operations executive with over 10 years scaling logistics and mobility businesses across Southeast Asia. Known for building operational discipline into fast-growing teams without slowing down the pace of growth, and for staying close enough to frontline operations to catch problems before they show up in a dashboard. Has managed operations through a market expansion, a major systems migration, and a period of 3x volume growth, and reports comfortably at both the operating-metric level and the boardroom level.

  Experience

  05/2020 – Present

  Operations Director

  Grab – Singapore

  • Oversee daily operations across four regional hubs serving over 2 million monthly rides.
  • Redesigned driver onboarding, cutting average activation time from 9 days to 3 days.
  • Own the annual operations budget of SGD 12M and report performance directly to the country GM.
  • Built a data-driven incident response process that reduced service downtime by 40%.

  02/2016 – 04/2020

  Regional Operations Manager

  DHL Express – Singapore

  • Managed warehouse and last-mile delivery operations across the region.
  • Led a team of 45 field staff and drivers through a period of 3x volume growth.
  • Implemented route optimisation that cut average delivery cost per order by 22%.
  • Led the regional rollout of a new warehouse management system across six sites.

  01/2012 – 12/2015

  Operations Supervisor

  SingPost – Singapore

  • Supervised a team of 15 sorting and delivery staff across a regional distribution hub.
  • Monitored daily throughput targets and escalated bottlenecks to site management.
  • Assisted in piloting a barcode-scanning process that cut manual sorting errors by 30%.

  Key Skills

  Operations: Operations Strategy, Supply Chain Management, Process Improvement

  Leadership: P&L Management, Team Leadership, Change Management

  Languages

  English (fluent)Mandarin (native)

  Education

  2018 – 2020

  MBA

  National University of Singapore

  2008 – 2012

  Bachelor of Business Administration

  Nanyang Technological University
  Meridian

• Daniel Kim

  > Software Engineer

  daniel.kim@devmail.ca+1 (416) 555-0192Toronto, ON, Canada

  DK

  // PROFILE

  Full-stack engineer with 5 years building and scaling fintech APIs and customer-facing web apps. Core stack is React, Go, and Postgres; comfortable owning a service from initial design through production on-call, and equally comfortable digging into a slow query as writing a new feature. Cares about developer experience as much as user experience — has led two internal tooling efforts that measurably cut other engineers’ time-to-ship. Enjoys mentoring newer engineers and writing design docs that hold up six months later.

  // EXPERIENCE

  Senior Software Engineer03/2022 → Present

  Shopify – Toronto, ON, Canada

  • Built and maintain payment settlement APIs processing over 500,000 transactions daily.
  • Led migration of a core service from a monolith to Go microservices, cutting p99 latency by 35%.
  • Mentor two junior engineers through code review and pairing sessions.
  • Built an internal CLI tool that cut local environment setup time from 45 minutes to under 5.

  Software Engineer01/2019 → 02/2022

  Wealthsimple – Toronto, ON, Canada

  • Developed React front-ends and REST APIs for investing products used by over a million clients.
  • Wrote automated test suites that raised backend coverage from 40% to 85%.
  • Fixed production incidents as part of a rotating on-call schedule.
  • Partnered with product and design on two feature launches from spec through GA.

  Junior Software Developer06/2017 → 12/2018

  Borrowell – Toronto, ON, Canada

  • Built internal admin tooling used by the customer operations team.
  • Fixed bugs and wrote unit tests across the Node.js backend.
  • Participated in an on-call rotation for a low-traffic internal service.

  // KEY SKILLS

  LanguagesJavaScript, TypeScript, Go, Python

  Frameworks & ToolsReact, Node.js, Django, Docker, PostgreSQL

  // LANGUAGES

  #English(fluent)#Korean(native)

  // EDUCATION

  Bachelor of Science – Computer Science2013 → 2017

  University of Waterloo
  Codex